MCE’s Blog
When Every Rep Is Your Best Rep: How AI Standardizes the Retail Floor
The retail store isn’t going away so quickly. But the job it does is changing fast and communication service providers (CSP) that win the next five years will be the ones who figure out how to deliver an experience...
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Agentic AI: Your Telco’s Always-on Service Concierge in the App
Customers expect more than networks and neat bills. They expect their phone to just work. When it doesn’t, they sometimes blame their mobile operator and many will consider switching because of it. The good news: the app...
[Infographic] Care-to-Commerce: Turning Customer Mobile Device Signals into Revenue
Customers care about their smartphone performance and like getting smart options, including commercial offers, around their device health. Here are 3 offers mobile operators can pull off right in their customer-facing ap...
When a customer’s device is sick, a symptom is churn – here’s one way to cure it
Mobile operators are fighting for customers in a crowded market — not just against each other but now against OEMs and big box retailers. A great device experience is one of the few places operators can still differentia...
[Infographic] Proactive vs. reactive mobile device care
Mobile device health can be a crux for churn for mobile operators, as 75% of customers partly or fully rely on their wireless provider for help with managing its health. In our infographic below, we highlight the do̵...
Musk’s Smartphone Prediction: the Future of Telco-Customer Relationship via the Device
TLD;DR Elon Musk’s idea of phones as “AI edge nodes,” mentioned during his latest appearance on the Joe Rogan podcast, grabbed headlines. The headline is dramatic: devices that show pixels and talk like an agent, orchest...
What iPhone 17 trade-in season teaches us about customer app-to-retail transition
TL;DR Every new iPhone launch reminds mobile operators that trade-ins are high-stakes. During the iPhone 17 launch the Stolen Device Protection (SDP) feature could cause real delays with customers trading in their old de...
Giving Telco Customers More Transparency: the Device Experience Lens
TL;DR When it comes to mobile phone service, trust matters. People are more likely to stay with a wireless provider if they feel the company is open and honest, even when things go wrong. In the UK, customers are three t...
OEMs added intelligence to their mobile devices. How do operators compete for customer loyalty around the device?
TL;DR Customers now live inside their phones. The device isn’t just a screen; it’s the front door to just about every brand relationship. Device experience is now a crux of loyalty, and it’s the one arena where operators...
[Video] Reimagining the Retail Store and Mobile Device Experience
The telco consumer’s preferences are evolving constantly. With that, carrier leadership must adapt its channel service strategy to meet expectations. Retail, a more traditional channel of service, must adapt as wel...
Why Mobile Operators Should Look to Leading Brands’ Apps
Why Mobile Operators Should Look to Leading Brands’ Apps
Customers have spoken: more and more prefer to use digital-first or digital-only self-service channels. Leading brands have taken notice and made apps not just a channel, but THE channel of customer relationship building...
What Gen Z Wants from Their Mobile Operator Device Experience – and Why It Matters Now
What Gen Z Wants from Their Mobile Operator Device Experience – and Why It Matters Now
Gen Z is fast becoming the most influential customer segment in the global economy. With a projected rise in spending from $2.7 trillion in 2024 to $12.6 trillion by 2030, this generation is not only shaping trends but a...
Improving Telco Retail Operations with the myOperator App
Improving Telco Retail Operations with the myOperator App
TL;DR Retail operations in the mobile industry are facing operational cost and labor challenges. Today, 63 percent of retailers report a shortage of frontline employees, and half of those employees feel that staffing lev...